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Mouser Packaging

 
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user9253



Joined: 28 Mar 2008
Posts: 1907
Location: Riley TWP Michigan

PostPosted: Wed Sep 08, 2010 7:29 am    Post subject: Mouser Packaging Reply with quote

Recently I ordered some items from Mouser. One of the items was a 4ft long piece of heat shrink tubing that cost 98 cents. Instead of coiling it up and putting it in the same package as the other items, Mouser packaged and shipped it separately in a 4-foot long box. Not only that, but they wrapped it in static proof plastic wrap! LOL I thought that either there was a new employee in the the shipping department or else someone was playing a practical joke on me. I sent an email to Mouser complaining about having to pay for separate shipping on an oversize box. There was no response to the email. Then I sent a letter via snail mail to customer service. Still no response. So then I called customer service and talked with Milly. She explained that they ship heat shrink in long boxes because customers complain if it is coiled up. I can understand that if a business orders a large quantity of heat shrink tubing, but not for one piece. I asked Milly how she would like it if she ordered a garden hose from Sears and they shipped it on a 50-foot flat bed truck. Milly agreed to give me a refund on shipping charges. So now I am satisfied and will continue to do business with Mouser. I am posting this as a warning to others who order heat shrink tubing to specify that it be coiled up, unless you want it shipped in a long box.
Joe


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jonlaury



Joined: 06 Nov 2006
Posts: 336

PostPosted: Thu Sep 09, 2010 6:35 am    Post subject: Re: Mouser Packaging Reply with quote

LOL re the 50' hose on a flatbed semi.

Had to show your post to my wife who thinks I'm nuts when I pursue issues of stupidity like this that cost us money. She's of the mind that I'm the only one in the world that gets bent out of shape about stuff like this.
Now she knows to beware.
There are others!

John

Do not archive


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Eric M. Jones



Joined: 10 Jan 2006
Posts: 565
Location: Massachusetts

PostPosted: Sat Sep 11, 2010 6:25 am    Post subject: Re: Mouser Packaging Reply with quote

It would certainly be greener to get companies to minimize shipping charges (that could be a click-box!). I get a lot of little packages where HS tubing, metal rods, etc. are packed like gun barrels. It would take a only a few seconds of thinking to minimize the shipping charges.

I also try to stop big, expensive printed catalogs, when I use the Internet almost exclusively. What does Digi-key's 2800-page catalog cost?

Somebody is making $$$ off this waste.


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PostPosted: Sat Sep 11, 2010 7:59 am    Post subject: Mouser Packaging Reply with quote

At 09:25 AM 9/11/2010, you wrote:
Quote:


It would certainly be greener to get companies to minimize shipping
charges (that could be a click-box!). I get a lot of little packages
where HS tubing, metal rods, etc. are packed like gun barrels. It
would take a only a few seconds of thinking to minimize the shipping charges.

Living in the hinterlands, I get a LOT of stuff
delivered to my mailbox and front porch. Yeah,
from time to time I get a tiny what'sit in a
big box but in the grand scheme of things I
find that most packaging is appropriate to the
task. Go watch the folks at the shipping tables
of an operation like Digikey. Digikey has UPS
and FEDEX airplanes sitting at the Thief River
Falls International Airport awaiting just THEIR
shipping tasks for the day. To suggest that these
or similarly engaged folks are institutionally
or environmentally irresponsible is something of a stretch.

The reason we shop with those folks is because they're
fast and priced at a level we're willing to pay.
To put some "click box" generated wrench in their
flow of tasks to satisfy what is probably the
wishes of one customer in 1000 is . . . well . . .

It's a free market. If you don't like the way
some supplier is treating you . . . find a
more pleasing supplier . . .

Quote:
I also try to stop big, expensive printed catalogs, when I use the
Internet almost exclusively. What does Digi-key's 2800-page catalog cost?

You can go to your profile in Digikey and shut off
the paper catalog mailings. I got a 6-pounder from
Mouser yesterday, got to get that shut off too.

At the same time, the paper catalog is exceedingly
useful to some customers when doing comparison
shopping . . . you and I go to the website and
punch in a number . . . we already knew. But
when it comes to browsing the constellation of
choices, thumbing through the pages is hard to
beat. Catalogs are also a huge teaching tool
for the neophyte purchaser. You have illustrations,
descriptions, specs, prices, jargon . . . all
those mystifying things surrounding electro-whizzies
that have to be learned. And you get it all in
a FREE textbook.
Quote:
Somebody is making $$$ off this waste.

Lots of folks are making money keeping a lot of customers
coming back for exemplary service and quality. Pushing
our judgements of "waste" onto their activities can
be a consideration for picking amongst the various
service providers. But to launch a crusade based
upon that judgement is counter-productive and guaranteed
to be ineffectual.

Bob . . .

Quote:
--------
Eric M. Jones
www.PerihelionDesign.com
113 Brentwood Drive
Southbridge, MA 01550
(508) 764-2072
emjones(at)charter.net


Read this topic online here:

http://forums.matronics.com/viewtopic.php?p=312133#312133


Checked by AVG - www.avg.com
09/11/10 01:34:00


Bob . . .


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racerjerry



Joined: 15 Dec 2009
Posts: 202
Location: Deer Park, NY

PostPosted: Sun Sep 12, 2010 12:48 pm    Post subject: Re: Mouser Packaging Reply with quote

In January 2008, I ordered several edge card connectors as well as two 4 foot lengths and one 8 foot of shrink tubing from Newark. Guess what? The order was shipped in 4 boxes; a separate box for each length of shrink tubing. I was charged $25.51 shipping for a $19.43 order (total $44.94).

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PostPosted: Mon Sep 13, 2010 9:09 pm    Post subject: Mouser Packaging Reply with quote

At 03:48 PM 9/12/2010, you wrote:
Quote:


In January 2008, I ordered several edge card connectors as well as
two 4 foot lengths and one 8 foot of shrink tubing from
Newark. Guess what? The order was shipped in 4 boxes; a separate
box for each length of shrink tubing. I was charged $25.51 shipping
for a $19.43 order (total $44.94).

Did you talk to them about it and if so, what
did they do for you?
Bob . . .


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racerjerry



Joined: 15 Dec 2009
Posts: 202
Location: Deer Park, NY

PostPosted: Tue Sep 14, 2010 5:56 am    Post subject: Re: Mouser Packaging Reply with quote

nuckolls.bob(at)aeroelect wrote:
At 03:48 PM 9/12/2010, you wrote:
Quote:


In January 2008, I ordered several edge card connectors as well as
two 4 foot lengths and one 8 foot of shrink tubing from
Newark. Guess what? The order was shipped in 4 boxes; a separate
box for each length of shrink tubing. I was charged $25.51 shipping
for a $19.43 order (total $44.94).


Did you talk to them about it and if so, what
did they do for you?
Bob . . .

After wasting a lot my time arguing with their customer service dept. in several e-mails, I made a phone call, and they offered me a $10 credit.

I had originally asked for a REFUND of $15 (not a credit). As is usual, in these cases, the reality is that if you value your time (and frustration) at all, you may as well forget it and count it as "tuition." The likelihood that I will return to Newark and use that credit is NIL.


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PostPosted: Wed Sep 15, 2010 9:00 am    Post subject: Mouser Packaging Reply with quote

Quote:
After wasting a lot my time arguing with their customer service
dept. in several e-mails, I made a phone call, and they offered me a
$10 credit.

I had originally asked for a REFUND of $15 (not a credit). As is
usual, in these cases, the reality is that if you value your time
(and frustration) at all, you may as well forget it and count it as
"tuition." The likelihood that I will return to Newark and use that
credit is NIL.

Good move if it fits your business model
for maximizing your return on investment
for doing business with any particular
supplier.

I would caution readers of this thread
that these are anecdotal events that happen
many thousands of times a day over the
spectrum of net-order suppliers. I've
had it happen to me but I don't recall
it being a repeat event. In the grand
scheme of things, the frequency of problems
was so low and the $time$ it takes to resolve
them so high that the events were tiny bumps
on the cash flow curve.

I know that for many of you, you may
order parts from a supplier perhaps a half
dozen times in your lifetime. So one event
is significant when it stands alone . . . but
in terms of total time and dollars invested
in your airplane, it's probably just a little
bump too.

Every shipping department has the newbies
and airheads that can generate problems for
a few . . . but those folks tend to become
identified and move to lower risk activities
or fired.

The point is that unless one knows the total
numbers of satisfactory shipping events
compared to unhappy ones we're hearing
about, you probably don't have enough
data to add any particular vendor to the
shipping department black-list.

Spent ten minutes waiting in a line to pick
up a prescription that was ready to be paid
with a scan, swipe and 6 keystrokes. A 30-second
transaction.

But the lady behind the counter was wrestling
with a 'non-standard' transaction. She was
a one-finger, hunt-n-peck typist and obviously
had not mastered the computer. Nonetheless,
5 people behind the counter were 'busy' with
other things while the computer beeped, she
exclaimed 'oh-dear', and folks in line with
me managed to contain their exclamations.

But I am disappointed that Mouser didn't
man-up better too. That suggests a shortcoming
in more than one department . . . do present
trends plotted into the future make this
a portent of things to come?
Bob . . .

---------------------------------------
( . . . a long habit of not thinking )
( a thing wrong, gives it a superficial )
( appearance of being right . . . )
( )
( -Thomas Paine 1776- )
---------------------------------------


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user9253



Joined: 28 Mar 2008
Posts: 1907
Location: Riley TWP Michigan

PostPosted: Wed Sep 15, 2010 5:50 pm    Post subject: Re: Mouser Packaging Reply with quote

It has been over a week since Milly at Mouser promised to refund $10 to my credit card. No refund has been posted to my account yet. When I placed an order, it only took 2 days to deduct money from my credit card account. It seems that they are much quicker when taking money than returning it, (if they do).
We all make mistakes. When a company makes a mistake, they should acknowledge it and correct the situation. Ignoring emails is not very good for customer relations. Why provide a customer service email address, but not reply to emails?
When a customer purchases merchandise, they want to know exactly what they are getting and how much it costs. I do not like doing business with companies that will not reveal actual shipping costs before finalizing the order. One way to protect oneself is to enter a statement in the remarks section such as, "Cancel order if shipping exceeds $XX.xx amount."
Joe


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PostPosted: Thu Sep 16, 2010 7:41 am    Post subject: Mouser Packaging Reply with quote

Hi Joe,

I know you are a customer of mine, so let me start out by thanking you...but
also let me say that to be honest, Mouser isn't trying purposely to treat
you poorly (at least I don't think). While we are only a fraction of the
size of that company (and we use them regularly), I can assure you they are
better than many. Perhaps you're falling through the cracks there and
that's not good, but also realize that like 'lectric Bob said, that
represents only a smidgen of a fraction of their total customers. Truth be
told, no matter what they do (and us as well many times) you will never be
able to satisfy everyone. Using the heatshrink as an example, the day we
decide to "coil" it up for everyone I can guarantee you that I'd get a call
yelling about kinking up the tubing and conversely some people want it all
coiled up....it's sort of a no win situation.

Regarding shipping, it's near to impossible for either a computer or a
person like us to exactly know shipping to 100% at the time of the order.
FedEx & UPS's rate tables are living things that don't remain static all the
time. Sometimes when you have it delivered to different addresses, there
are unexpected surcharges, duties, taxes, etc.. What I'm trying to say is
that it's incredibly many times more complicated to do this than the average
person may think.

While I'm not defending Mouser entirely, I will say that we spend many
thousands of $$'s with Mouser, Newark, Digikey, Allied, Mcmaster, etc.. and
I've had about every "issue" that you can imagine. That being said, now
that I run a business that is microcosm of those companies I have become
infinitely more patient because I now understand the problems with
computers, couriers, shipping people, packaging, etc..

I don't have much more to add than to just say that things are not always
what they seem. I do agree that they should try harder to get your situation
resolved, we try to resolve such issues "immediately" without hesitation or
delay.

My 2 cents as usual.

Cheers,

Stein
--


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user9253



Joined: 28 Mar 2008
Posts: 1907
Location: Riley TWP Michigan

PostPosted: Thu Sep 16, 2010 8:56 am    Post subject: Re: Mouser Packaging Reply with quote

Thanks for the reply Stein. I agree with everything you said. People make mistakes, me included. I am not holding a grudge against Mouser. In the future, I will specify in the remarks section how I want merchandise shipped, for instance, in one box or coiled, etc.
If customers have a bad experience with a company, next time they will conduct business with another company. Each employee is an ambassador for their company. Their actions reflect on how their company is judged.
In the old days, a company could afford to lose one disgruntled customer. But now with the internet, customers can share their experiences with others online. It behooves a company to treat each customer with respect and integrity.
Now I need to finalize my order to Digi-key. LOL
Joe


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